Electronic copy available at: http://ssrn.com/abstract=1764131 1 Pre-print version of article to be published in Information Systems Research, 2012. PERFORMANCE IMPLICATIONS OF CRM TECHNOLOGY USE: A MULTI-LEVEL FIELD STUDY OF BUSINESS CUSTOMERS AND THEIR PROVIDERS IN THE TELECOMMUNICATIONS INDUSTRY Alex R. Zablah Danny N. Bellenger Detmar W. Straub Wesley J. Johnston* *Alex R. Zablah (zablah@okstate.edu; 405.744.5089; 405.744.5180 FAX) is Assistant Professor of Marketing, Spears School of Business, Oklahoma State University. Address: 330 Business Building, Spears School of Business, Oklahoma State University, Stillwater OK 74078. Danny N. Bellenger (dbellenger@gsu.edu; 404.413.7657; 404.651.4198 FAX) is Professor and Research Fellow in Marketing, J. Mack Robinson College of Business, Georgia State University. Address: 1306 J. Mack Robinson College of Business, Georgia State University, Atlanta, GA 30302. Detmar W. Straub (dstraub@ gsu.edu; 404.651.3827; 404.651.3842 FAX) is the J. Mack Robinson Distinguished Professor of Information Systems, J .Mack Robinson College of Business, Georgia State University. Address: 904 J. Mack Robinson College of Business, Georgia State University, Atlanta, GA 30302. Wesley J. Johnston (wjohnston@gsu.edu; 404.413.7851; 404.651.4198 FAX) is CBIM Roundtable Professor of Marketing, J. Mack Robinson School of Business, Georgia State University. Address: 422 J. Mack Robinson College of Business, Georgia State University, Atlanta, GA 30302.